We understand that jewelry is very personal and looks and feels different for everyone. In case you are not completely satisfied with your purchase, you can return or exchange your order (subject to stock availability) within 14 days after receipt.

 

Please request your return here: REQUEST RETURN

 

Please log in with the email address you ordered with and briefly state the reason for your return. After your return request approval, we will send you the direction via eMail and will send you your pre-paid shipping label (within Germany). 

 

Extended return policy for Christmas: We are offering an extended return policy until 05.01.2025 for all orders placed from 1-15 December 2024 that meet the return policy below.

 

Please note:

Returns and exchanges only apply on unworn items that are in their original packaging, with labels attached and in their original condition. Custom, engraved and made-to-order products as well as gift packaging cannot be refunded. For your safety, we send all jewelry that need piercing(s) in an extra hygienic packaging. Please follow the instructions on the packaging if you want to return it. 

Please note that we can only accept returns that were requested via our return process. We are happy to assist you via contact@heroyne.com. Returns and exchanges only apply to unworn merchandise returned to us within 14 days of receiving the merchandise.

In case, we receive a return that does not fulfill our return requirements (e.g. worn or damaged products), we will reach out to you to give you the option to ship it back to you at your cost. In case the jewelry is sent back without the corresponding jewelry box and gift box, we deduct 5 EUR each to cover the costs.

Shipments to our head office at Torstraße cannot be accepted and therefore not refunded, as we don't process returns at that location. Please get in touch via contact@heroyne.com in case you have any questions. We are always happy to help.

 

Returns in Germany:

For sustainability reasons we are not able to offer free return shipping. Our one-time return shipping costs of 5,90 EUR (within Germany) will be automatically deducted from your return.

 

Returns outside Germany: 

The customer is in charge for the shipping and pays for the shipping cost of the return outside of Germany. We kindly ask you to send the parcel using a delivery service that insures you of the goods' value. As soon as we receive your request for return, we will provide you with the relevant shipping address.

 

How long does a return or exchange take to process?

Exchanges are processed immediately, as long as we have your desired size and material in stock. Otherwise our customer team will get in touch with you to discuss options. Kindly state which items you would like to exchange during the request for return process. 

Please notice that the processing time for refunds can take up to 14 business days. However, we always try to process refunds fast.

 

Damages:

If you are worried that an item you received may be damaged or defective, please email contact@heroyne.com with your order number (starts with #) and a short description of the issue. Please also include photos so we may better asisst you.

 

I received a free gift with my purchase. If I need to make a return, can I still keep my gifted item?

Please contact the customer support team via contact@heroyne.com. If you purchased multiple items and return one, you may keep the gift. If you only purchased one item and need to make a return, we kindly ask that you also return your gift with purchase. If you would like to keep your gift, or if your gift has already been worn or used, a fee, depending on the cost of the item, will be deducted from your refund. In case you do not fulfil the gifting requirements anymore (e.g. after the return the purchase amount is lower than the needed gifting amount, we will deduct the amount of the gifted product from your return in case you do not ship the gifted products back to us). If you would like to exchange item(s) in your order, our customer team is happy to assist you in finding the right fit so you can continue to enjoy your free gift with purchase.